Ocean CX Excellence Manager

Maersk is transforming to become the global integrator of container logistics and expanding our service offerings in our industry-leading containerized Ocean business to increase our customers’ options to optimize transportation and supply chain performance.

As part of creating end to end logistics solutions for our broad customer base we are transforming how our customers interact with our containerized Ocean products and new delivery promises, guided by digital services and our global Customer Experience (CX) teams.

The Ocean CX Excellence Manager is a Customer Experience obsessed role that works as an integral contributor to deliver the transformation vision of Maersk’s Ocean product through a superior Customer Experience journey.

You will be part of the global Customer Experience team at Maersk HQ, and work with highly skilled and passionate colleagues across various functions, and our global network of Customer Experience teams to deliver a first-class customer experience with our expanding list of new containerized Ocean services.

We offer

An attractive career in a truly global environment with the possibility of continuous professional and personal development.

In Customer Experience Excellence you will join a diverse team of highly motivated individuals with direct access to vast experience in the containerized logistics industry.

The role of Ocean CX Excellence Manager is a unique opportunity to visible drive the transformation of Maersk’s Ocean offerings and customer experience.

Your workday will be highly varied, and you will be constantly faced with high challenge / high support opportunities to equip yourself with hard and soft skills to succeed in a carrier in the containerized logistics industry.

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs.

We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Key responsibilities

An attractive career in a truly global environment with the possibility of continuous professional and personal development.

In Customer Experience Excellence you will join a diverse team of highly motivated individuals with direct access to vast experience in the containerized logistics industry.

The role of Ocean CX Excellence Manager is a unique opportunity to visible drive the transformation of Maersk’s Ocean offerings and customer experience. Your workday will be highly varied, and you will be constantly faced with high challenge / high support opportunities to equip yourself with hard and soft skills to succeed in a carrier in the containerized logistics industry.

Key Responsibilities

• Accountable for our global performance management of the Ocean Customer Experience in line with the rapid transformation of our containerized Ocean products. You will be operating from the perspective of consistently delivering on our Customer Experience vision and optimizing our internal processes. The accountability includes:
• Selecting and defining the success criteria / delivery promise of our Ocean products based on the standard engagement model working with Product, Functional Product Owners and Technology
• Leading the publication of defined Ocean CX functional performance metrics and ensure they are accessible and known to parties accountable for customer experience in the Areas
• Support the Regional CX Excellence leads with data, insight and observations to have a constructive and focused performance dialogue with the Area CX teams
• Manage the CX organizational blueprint to enable the highest level of Customer Experience and quality in execution across Ocean functions in Area CX, including setups in our Global Service Center (GSC)
• Partner with Ocean product counterparts in Maersk to formulate our customer promise and translate this to the global execution roadmap owned by the Functional Process Owner in CX
• Partner with Functional Process Owners in CX on delivering the global execution roadmap of customer-facing and internal Ocean processes to enable efficiency increases through better ways of working
• Collaborate with the other Excellence Managers in CX Operational Excellence to drive consistence in the performance management visibility and dialogue of customer-facing activities in the Area CX teams across the Maersk products.

We are looking for

The ideal candidate have a minimum of 8 years in the containerized Ocean industry with experience from customer-facing functions.

You have at least 4 years of experience in a managerial role; either as leader of a customer experience team or a functional owner within containerized Ocean logistics

Furthermore you:

• Have the ability to engage in active dialogue with multiple internal stakeholders to connect the Product vision and customer promise to the role of delivering the Customer Experience in the front-line
• Have proven ability to understand and clearly formulate problem statements through use of active listening and analytics
• Have a proven track record working problem statements through the phases of identifying, resolving and sustaining for measurable value to the business
• Have strong knowledge of containerized Ocean logistics processes in the booking to payment cycle
• Have proven track record of effectively managing change and leading transformations in a matrix, multicultural organisation, through building strong relationships and networks both locally and internationally
• Are a team-player who actively contributes to the well-being of the team and is invested in contributing to the overall success of the team by generously listening to and sharing perspectives on own and team members’ area of functional responsibility.
• Are a consummate communicator and presenter in formal settings of global broadcast and educational sessions.